Violence in the Work Place Awareness Training 1

Avaya

Violence in the Work Place Awareness Training

Presented By

Avaya Global SecurityHealth, Environment, and Safety & Benefits

AdministrationMagellan Health Services Health

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Objectives

Identify forms of workplace violence Assess potentially disruptive behaviors Prevent violence with planning &

awareness Intervene successfully when you need to

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What is Violence?

Any unjust or unwarranted perceived exertion of force or power.

Any verbal, physical, psychological threat or assault.

Any kind of harassment

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Zero Tolerance of Violence

Each and every act or threat will elicit an immediate and firm response.

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Employee Assistance Program

Avaya Counseling Connection 1-877-804-9753 Short term counseling Early intervention Assessment Supervisor consultation, guidance &

planning Training programs

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Spectrum of Escalating Violence

Shouting

Smashing

Shoving

Shooting

Intimidation or Antagonizing Gestures

Patterned Negative & Derogatory Comments

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Denial

Unable to see what’s right in front of us

Pretending to not see Minimizing and rationalizing

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Perpetrator

Customer Stranger Coworker Boss Former Employee Family Member Other

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Domestic Violence

Violent relationship

Decision to leave relationship

Order of protection

Custody disputes, court

hearings/decisions

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Motive

Irrational behavior Service Dissatisfaction Personal conflict Anger over discipline Criminal activity Personal problems Reaction to firing or layoff Prejudice Reaction to a family event

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Workplace Threats

Written

Spoken

Electronic

Non-Verbal

Direct

Conditional

Veiled

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The Risk of Violence Increases

Time Opportunity Ability Desire Stimulus

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Violence Triggers

Work Personal Life Thoughts Medical Issue Loss of Alternatives

Poor Impulse Control

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History of Violence Poor Impulse Control Unsuccessful Personal

History Injustice History Rigidity Obsession Substance Abuse

Fascination with Weapons

Personality Disorders Mental Illness Preoccupation with

Violence Life Altering Changes

Possible Warning Signs

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Rapid speech Slowed speech Use of profanity Incomplete sentences Repeating self Verbal threats Inappropriate tone of voice Not making sense

Language Patterns

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Vacillating between cooperative and antagonistic

Gestures Attempting to enter into interviewer’s space Not wanting anyone to enter into his/her space

Behavioral Patterns

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Fixated thinking Circular thought patterns Excessive thoughts: can’t concentrate on here and now Hopeless Blaming self Blaming you or others for the problems

Thought Patterns

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Prevention Keys

Be alert and get assistance Commitment from Management Training Zero-Tolerance of:

• Intimidation • Coercion• Threats• Violence• Property Damage

Refer to EAP Reporting Procedures Investigation Procedures Penalties

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Avaya Policy

Avaya is committed to providing a safe and secure work environment for employees and others conducting business on its premises.

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Avaya Policy

Threatening or violent behavior or even the suggestions of such behavior toward others, including customers, co-workers or suppliers

Possession of firearms, explosives, or other weapons anywhere on company property or while conducting company business

Willful destruction of company property or property of others

Avaya prohibits:

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Safe Workplace

Respect and dignity Support during personal, family problems Openly communicate Tolerate different opinions Visible ID badges

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Escort visitors Respond to each display of

aggression Follow procedures for reporting

any potentially violent situation Be alert

Secure Workplace (continued)

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Do not attempt to control violent person

Leave the area Call 911 or your local emergency

number Notify coworkers as possible

Immediate Danger

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Notify relevant management and/or security

Keep away from threatening person Become aware of escape routes Use protective measures

No Immediate Danger

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Going Forward

Document and report all incidents to Corporate Security at: 1-877-993-8442 Consult with EAP :

1-877-804-9753

As soon as practically possible:

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Going Forward (continued)

Stay alert to warning signals

Most importantly, Make a Difference

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Workplace Support Team

Management Consultation for Avaya coaches• Available 24 hours per day, 7 days a week• Consultation provided by licensed clinicians

with an average of 10 plus years experience consulting with human resource managers and supervisors

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Workplace Support Team

EAP Workplace Support Consultation will:

• Help you define problem behaviors• Discuss how to constructively confront the

employee(s)• Help you develop an action plan to follow with

employee(s)• Determine if EAP assessment is appropriate

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Workplace Support Team (continued)

• Follow-up with coach to help monitor improvement in the employee’s job performance

• Remain available to discuss any further problems

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Resources

Corporate Security at: 1-877-993-8442Consult with EAP :

1-877-804-9753